Home Security- Technical Support Representative

3 days ago

Aurora Metro Manila, Philippines iCrescendo INC. Full time ₱300,000 - ₱450,000 per year
Technical Support Representative

About the Role

We are looking for a detail-oriented and customer-focused Technical Support Representative to provide assistance to end-users of smart home and security camera solutions. The role requires excellent communication skills, strong problem-solving abilities, and the technical know-how to troubleshoot hardware, software, and connectivity issues.


Key Responsibilities
  • Provide frontline technical support via phone, email, and chat for security camera and smart home systems.
  • Troubleshoot issues related to device setup, connectivity (Wi-Fi, PoE, 4G/5G), mobile/desktop applications, and system updates.
  • Guide customers through product installation, configuration, and usage.
  • Document customer interactions, issues, and resolutions in the ticketing system.
  • Escalate complex or unresolved issues to higher-level technical teams when necessary.
  • Collaborate with internal teams to identify recurring issues and recommend improvements.
  • Deliver excellent service while maintaining high customer satisfaction scores.
  • Stay up to date with new product features, firmware updates, and troubleshooting procedures.

Qualifications
  • 1 Year experience as a Call Center Agent.
  • Strong troubleshooting skills with hardware, software, and network connectivity.
  • Familiarity with IP cameras, Wi-Fi routers, PoE systems, and mobile apps is a plus.
  • Excellent English communication skills (verbal and written).
  • Strong customer service mindset with patience and empathy.
  • Ability to work in night shifts, including weekends or holidays if required.

Preferred Skills (Nice to Have)
  • Experience in consumer electronics, IT support, or smart home technology.
  • Knowledge of networking fundamentals (IP addresses, routers, ports, etc.).

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